Return Policy
General Returns & Exchanges
Returns
Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for an exchange, returned items must be unused and in original, unopened, undamaged and resalable condition. Please note that we do not provide refund for change of mind.
Several types of goods are exempt from being returned. Perishable goods such as food cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
- Gift cards
- Sale items
- Opened contact lenses
- Ear and hair accessories
- Some health and personal care items
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Please note that we do not provide refund for change of mind.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@moona.store.
Sale items (if applicable)
Only regular priced items may be refunded or exchanged, sale items cannot be refunded or exchanged.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@moona.store and send your item to: Moona.Store, Suite G6/G7 Mid City Centre, Queen Street, Auckland 1010, New Zealand.
Shipping
To return your product, you should mail your product to: Yog Factory Ltd. t/a Moona.Store, Suite G6/G7 Mid City Centre, Queen Street, Auckland 1010, New Zealand
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
CONTACT LENS Returns & Exchanges
1. Unopened & Unused Contact Lenses
- We accept exchanges for unopened contact lenses in their original, sealed packaging in resalable state within 14 days of purchase.
- A valid receipt or proof of purchase is required.
- Exchanges are subject to availability.
2. Incorrect Prescription or Brand
Please ensure to provide us with the correct prescription and style details as we do not offer exchange or refund once the packaging has been opened.
3. Defective or Damaged Lenses
If your contact lenses arrive damaged or defective, please notify us immediately via email (info@moona.store) along with any supporting documents, and return the lens with original packaging back to us for exchange consideration. Please always check lens pieces before wearing. Damage due to incorrect handle or wear will not be accepted for exchange or refund.
Non-Refundable & Non-Exchangeable Items
- Opened contact lenses (for hygiene and safety reasons, unless faulty).
- Sale contact lenses (please check expiry date before purchase as sale lenses may have shorter dates).
- Special/custom orders (unless defective or incorrect due to our error).
Exchange & Refund Process
- Submission & Review
- To request an exchange or refund, you must return the original lenses (unopened in their sealed packaging), any included gift with purchase, and a valid receipt.
- Once received, we will assess your request and determine eligibility.
- Replacement Priority
- If eligible, we will always prioritise a like-for-like replacement (same brand, prescription, and type).
- A refund will only be issued if a replacement is unavailable.
- One-Time Policy
- Only one exchange or refund is permitted per lens purchase.
- Important Disclaimer
- Always consult your eye care professional before purchasing to ensure proper fit and prescription.
- We do not take responsibility for any harm resulting from incorrect use or inappropriate wear.
- For contact lens wear guide click here.
We reserve the right to modify or update this policy at any time without prior notice. Any changes will be effective immediately upon posting the revised policy on our website.
